Operations Analyst, Customer Success

As an Operations Analyst in Customer Success Operations at Ridgeline, you will be responsible for the day-to-day operations of Customer Success related teams.  You will report directly to and work with the Head of Operations to support managing the mechanics of the services teams to allow consultants to serve our customers with high quality. A collaborative, process-oriented, and analytical mindset will be the key to success in this role. You’re highly organized and self-motivated, feel energized by optimizing and honing routine tasks, and comfortable wearing multiple hats.

At this time, Ridgeline does not sponsor work visas for this position.

What will you do?

• Focus on program management, systems, tools, data and analytics across Customer Success teams
• System administration of customer success team tools and applications
• Become a master of and maintain the Professional Services Automation tool, Kantata
• Evangelize and optimize tools which serve our customers to increase customer satisfaction 
• Proactively review staffing data and develop meaningful insights on utilization, trends, forecast, opportunities for improvement, and areas of concern.  Optimize utilization across the services teams.
• Propose assignment of resources with current or near-term availability to projects that align with their skills, professional goals, and/or staffing preferences
• Analyze and support reporting of Customer Success metrics and milestones, such as utilization and margins 
• Support Customer Success teams with invoice and billing functions in partnership with finance
• Maintain and analyze workforce models for Customer Success teams and partner with Corporate Strategy on customer success inputs for the Ridgeline proformas 
• Manage and own a program for maintaining the Consulting Services implementation methodology, including owning the process for prioritizing feedback, artifacts, documentation, and communicating the changes throughout the the Ridgeline ecosystem
• Work closely with Customer Success leadership to positively impact productivity and support programs that accelerate process improvements to enable vision and success
• Collaborate effectively with Customer Success and Strategy organizations to provide seamless operations support to the business including Customer Success leadership, pre-sales,  learning & development, & finance
• Liaison with other teams such as IT and security to support Customer Success operations functions and tools

Desired Skills and Experience

• Strong analytical, prioritizing, problem-solving, project management and planning skills
• Proficient and savvy with Excel and/or Google Sheets 
• Excellent verbal and written communication skills
• Experience with supporting operations in one or more of the following areas: Consulting Services, Customer Support, Education Services, Alliances 
• Experience serving as an administrator of a Professional Services Automation tool or related business systems
• Knowledge of Agile and Waterfall methodologies and frameworks
• Solid track record of managing multiple concurrent projects/programs and successful delivery in a cross-functional team environment
• Adept at learning new software, platforms, and tools

Nice-to-Haves:

• Prior or relevant experience with resource management and staffing 
• Experience with administering Professional Services Automation tools 
• Experience with Zendesk guide and community 
• Experience with Atlassian tools such as Confluence and JIRA
• Bonus: Experience with administering and supporting a Learning Management System

About Ridgeline

Ridgeline is the industry cloud platform for investment management. It was founded in 2017 by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday) to address the unique technology challenges of an industry in need of new thinking. We are building a modern platform in the public cloud, purpose-built for the investment management industry to empower business like never before. 

Headquartered in Lake Tahoe with offices in Reno, Manhattan, and the Bay Area, Ridgeline is proud to have built a fast-growing, people-first company that has been recognized by Fast Company as a “Best Workplace for Innovators,” by LinkedIn as a “Top U.S. Startup,” and by The Software Report as a “Top 100 Software Company.”

Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.

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